1) Response Rate
Having an answering service that can’t answer calls within 4 rings is pointless as you may still miss calls and that is the very reason you are hiring an answering service in the first place.
2) Sound Quality
When you call the answering service is the line clear? Is there any background noise? The biggest giveaway that calls are being handled in a call center is the background noise. Make sure the answering service has high quality noise cancellation in place.
3) Authenticity
One of the most common complaints we found when doing research into answering services is that people felt that the operators were cold and robotic. They sounded too ‘scripted’. Ensure that you can update your answering service regularly if needed so they sound as though they are working in your office.
4) Personal Receptionist
We have found that providing our clients with one main receptionist and a small team to handle their calls made it a whole lot more personal. When you have one main receptionist your callers will be greeted by a familiar voice and someone who understands your company well.
5) Price
You don’t want to go for the cheapest answering service because you usually get what you pay for. You need to find a good balance between quality and affordability. However, make sure that you don’t get ripped off by hidden fees either.
6) Contracts
Answering services that are confident in providing a quality service don’t need to tie their clients into long term contracts.
7) Location
Whilst an answering service’s location doesn’t really make any practical difference there is one main factor to consider and that is the accent. Do you think your callers will understand the accent? As we are based in Edmonton we have a slight advantage in this respect.
8) Flexibility
Some answering services are quite rigid and have a standard script that they follow. If you need a more bespoke service or you need extra things like diary management, for example, not all answering services can cater to this. Ensure that they are flexible to other requirements you may have now or in the future.
9) Operating Hours
There are companies that only require calls answered during office hours but may in the future wish to have calls answered 24/7.Does the answering service offer 24/7 and if not could this be a problem later on if you do wish to have calls answered 24/7?
10) Additional Services
Would you perhaps need a virtual telephone or fax number? Do they have Cell Phones or Pagers that you may require? Does the answering service offer these and if so could they offer a special price bundle?
11) Customer Service
If an urgent issue arises do you have someone you can contact directly who can deal with it?
12) Timely Messages
If you are receiving messages, how long after the call has been taken do you receive the message? This shouldn’t be more than a few minutes.
13) Size Matters
If you may get a high volume of calls during a certain period of the year can they handle the call volumes or are they too small?
14) Staff Turnover
Do they have a high staff turnover? If so this will mean having to update new members of staff on a regular basis or calls will be answered by uninformed operators.
15) Setup Speed
How soon can your account be setup? This could range from one day to one week.
16) Sales Calls
Do they charge for sales calls or wrong numbers? This can be a complete waste of money spent and can add up over the year.
